Carnival Cruise Lines review: Booking of cabins

Customer Care Department
Carnival Cruises

Subject: Formal Complaint Regarding Booking Discrepancies – Original References CV12H5 & CV12S3; New References CW586C7, CW586C8, & CW586C9

Dear Sir/Madam,

I am writing to register a formal complaint regarding a series of discrepancies and service failures in relation to my recent booking experience with Carnival Cruises. I have encountered multiple issues that have resulted in significant inconvenience and financial loss, and I respectfully request a prompt and satisfactory resolution.

Background and Timeline of Events:

Initial Booking and Confirmation (Friday, 11/04/2025):
I booked two cabins under the reference numbers CV12H5 and CV12S3.

At approximately 4:12 PM, I spoke with Mr. Kevin (extension 43099) for 59 minutes and 26 seconds, during which the booking details were confirmed.

Failure to Receive Confirmation Email:

At around 5:18 PM on the same day, I telephoned again as I had not yet received the confirmation email at my email address, [protected]@yahoo.com. Mr. Kevin assured me that an email would be sent promptly containing all requisite details, including the deposit hold information.

Subsequent Correspondence and Email Correction (Saturday, 12/04/2025):

At 2:33 PM, I spoke with Ms. Wanisia for 26 minutes and 43 seconds. During this conversation, I was advised that an error in my email address had occurred. Ms. Wanisia resent the confirmation email and confirmed modifications to the booking details via the Carnival Cruises website.

I sought clarification regarding the deposit hold: Ms. Wanisia confirmed the hold would be maintained for 48 hours as previously stated. However, she confirmed that the deposit for reference CV12S3 was due on 14/04/2025 at 11:48 PM (cancelled on 13/04/2025) and that the deposit for reference CV12H5 was scheduled for 12/04/2025 at 3:54 PM – the latter being inconsistent with the original 48-hour hold commitment.

Cancellation and Rebooking (Sunday, 13/04/2025):

At 12:05 PM, I initiated a further call which lasted 1 hour, 7 minutes, and 12 seconds. During this call, I requested a clear explanation for the cancellation and escalation to a supervisory level. I was informed that the issue was attributed to a system error, with no further corrective action available at that time.

I was advised that, while my two-occupancy cabin remained available at the agreed rate, the second cabin would incur an additional charge of $500. Given the ensuing complications, I opted to rebook online immediately. Consequently, I secured three cabins under the new booking references CW586C7, CW586C8, and CW586C9, incurring an additional out-of-pocket expense amounting to $984.00.

Additional Concerns:
Cabin Credit: I have not received any offer of a cabin credit for the inconvenience experienced. In light of similar practices within the industry, I formally request a credit of $100 per person for the eight guests, amounting to a total credit of $800.

Disability Cabin Accommodation: I had explicitly requested a disability cabin to accommodate my wheelchair requirements and to facilitate appropriate access for my elderly parents. This request was initially addressed by Mr. Kevin but was not further pursued. I insist that my current booking includes appropriate disability-accessible accommodations for myself and my parents.

Resolution Sought:

In view of the foregoing, I request that Carnival Cruises provide a comprehensive explanation for the discrepancies in the deposit hold dates, the cancellation process, and the pricing changes. Additionally, I formally request the following:

A reimbursement or cabin credit of $800 (based on $100 per person for 8 guests) to compensate for the additional financial burden incurred.

Assurance that the current booking (references CW586C7, CW586C8, and CW586C9) includes a disability-accessible cabin and suitable accommodations for my elderly parents.

Written clarification of the deposit hold policy and confirmation that the original terms (48 hours from confirmation) will be honored in any future interactions.

I kindly request that your response be provided in writing by close of business on 15/04/2025. I appreciate your immediate attention to these matters and trust that Carnival Cruises will act promptly to remedy the situation, thereby preserving our long-standing business relationship.

Yours faithfully,

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